Senior Associate - Policyholder Services
With more than 180,000 people in over
40 countries, Capgemini is a global leader in consulting, technology and
outsourcing services. The Group reported 2015 global revenues of EUR 11.9
billion. Together with its clients, Capgemini creates and delivers business,
technology and digital solutions that fit their needs, enabling them to achieve
innovation and competitiveness. A deeply multicultural organization, Capgemini
has developed its own way of working, the Collaborative Business Experience™,
and draws on Rightshore®, its worldwide delivery model.
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Capgemini is an Equal Opportunity
Employer encouraging diversity in the workplace. All qualified applicants will
receive consideration for employment without regard to race, national origin,
gender identity/expression, age, religion, disability, sexual orientation,
genetics, veteran status, marital status or any other characteristic protected
This is a general description of the
Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an
attempt to communicate the manner in which this position traditionally is
performed. Whenever necessary to provide individuals with disabilities an equal
employment opportunity, Capgemini will consider reasonable accommodations that
might involve varying job requirements and/or changing the way this job is
performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more
information on your rights as an Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
skills and responsibilities:
Position: Team Lead, Policyholder
Department: Policyholder Services (PHS)
Team Lead of PHS distributes the daily work through the workflow system to the
PHS Representatives, as well as email, escalations and oversees the daily
workflow queues. Team Lead will work
closely with the Manager of PHS as well as the PHS Representatives and other
business departments to coordinate daily work and projects to meet time lines
and client SLA. Coordinate, monitor and
be accountable to enact changes necessary coordination of processes across
departments. This Team Lead must have
excellent organizational skills and attention to details, time management
skills, knowledge of software and systems used, as well as processing task
Responsibilities in Order of Importance:
daily work to PHS staff – ensure timeliness of functions performed and reporting
of workflow status to managementProvide
training to new and existing PHS Representatives on specific job tasks,
procedures and SOPs, including specific Client company guidelines.Maintain
process and procedures manual and SOP documentation.Maintain
Training matrix of departmental staff members and functional training completed
with PHS Manager and/or VP of Business Operations regarding any “red flags”
regarding workload, training deficiencies, or tools needed for job performance.Maintain
and communicate changes of Client requirements and protocols for all clients,
including updates to the business requirements for each client company as
monthly SLA reporting as requiredMonitor
production and work performance and provide refresher training for staff
escalated complaints in a timely mannerProvides
feedback to Manager regarding service failures or client concernsProvides
exceptional customer service to all internal and external contacts.
out supervisory responsibilities in accordance with the organization’s policies
and applicable laws. Responsibilities include: interviewing, hiring and
training employees; planning, assigning and directing work; addressing
complaints and resolving problems.
perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
degree from a four year college or university preferred. Three to five years
progressive managerial related experience in a health/insurance environment.
with excellent organizational skills. Ability to multi-task. The ability to
react and adapt to changes in workflow routines. Must be proficient in
Microsoft Word, Excel and Outlook.
to read, analyze and interpret the most complex documents. Ability to respond
effectively to the most sensitive inquiries and complaints. Ability to write
speeches and articles using original or innovative techniques or style.
skills, leadership skills, decision-making skills, organizational/planning
skills, ability to take initiative and result driven.
to calculate figures and amounts such as discounts, interest, commissions,
proportions, percentages, area, circumference and volume. Ability to apply
concepts of basic algebra and geometry.
to define problems, collect data, establish facts and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions.
physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
• The noise level in the work
environment is usually moderate.
• The physical demands include:
o Sitting – continuous
o Standing – occasional
o Walking – occasional
o Lifting - occasional